Refund Policy

1. Company Information

This refund policy applies to all bookings made with Sunny Bank Suntan Ltd, trading as Tan & Wellness.

2. Cancellation & Refund Policy

We understand that circumstances change. Our cancellation and refund policy is designed to be fair to both our clients and our business.

Cancellation notice is calculated from the time you contact us, not from when we respond.

3. How to Request a Cancellation

To cancel your booking and request a refund:

1. Contact us as soon as possible via email or phone
2. Provide your booking reference number
3. State the reason for cancellation (optional but helpful)
4. We will confirm your cancellation and refund amount

4. Refund Processing

Once your cancellation is approved:

• Refunds are processed within 3-5 business days
• Refunds are issued to the original payment method
• You will receive an email confirmation of your refund
• Bank processing times may vary (typically 5-10 business days)

5. Rescheduling

We encourage rescheduling instead of cancelling:

• 24+ hours notice: Free rescheduling to any available slot
• 12-24 hours notice: Rescheduling fee of 25% of booking value
• Less than 12 hours: Rescheduling not available

To reschedule, contact us using the same methods as cancellation.

6. Service Issues

If you're unsatisfied with your service:

• Please inform us immediately during or after your appointment
• We will work to resolve the issue to your satisfaction
• Refunds for service quality issues are assessed on a case-by-case basis
• We may offer a partial refund, full refund, or complimentary future service

7. Emergency Cancellations

We understand that emergencies happen. In cases of:

• Medical emergencies
• Family emergencies
• Severe weather conditions
• Other unforeseen circumstances

Please contact us to discuss your situation. We will work with you to find a fair solution, which may include a full refund or rescheduling without penalty.

8. Business Cancellations

If we need to cancel your appointment:

• You will receive immediate notification
• You will receive a full refund
• We will offer alternative appointment times
• Refunds are processed within 24 hours

9. Non-Refundable Items

The following are non-refundable:

• No-show appointments
• Late cancellations (less than 12 hours notice)
• Services already rendered
• Gift vouchers (unless required by law)

9a. Monthly Memberships and Courses

• Each membership payment is a one-off payment covering one month from the day you pay. We do not store your card or take payments automatically.
• You can cancel within 14 days of paying for a full refund, as long as you haven't used any of that month's sessions. If you have used some, we will refund the unused sessions on a pro-rata basis.
• Unused sessions expire when the membership month ends, unless you renew before it ends, in which case they carry over.
• Courses (sunbed minutes and red-light sessions) are a one-off payment and can be used for 6 months from the day you pay. The same 14-day cancellation applies if you haven't used any of the course.
• To cancel, call us on 07592711806 or email info@tanwell.co.uk with your membership or course number.

10. Disputes

If you have a dispute regarding a refund:

1. Contact us directly to discuss the issue
2. We will investigate and respond within 5 business days
3. If unresolved, you may escalate to your payment provider
4. We are committed to resolving all disputes fairly

11. Contact Us

For cancellations, refunds, or questions about this policy:

Business Hours: Open daily from 10:00 AM (Mon-Fri until 6:30 PM, Sat until 3:30 PM, Sun until 2:30 PM)